Account Executive - GWP/Print/Promotions

ABOUT THE ROLE

The Account Executive will support our key clients on promotions project. You will interact with customers via online channels to support customers on their orders/products enquiries. Your role will be within our client servicing team where you will work within a team supporting projects for key clients. The ideal candidate has excellent verbal and written communication skills, is highly responsive; a strong team-player; extremely organized and works well multitasking and managing multiple activities simultaneously. This individual is a collaborator, problem solver, the ability to pay close attention to detail, and thrives in a fast-paced environment.

CORE RESPONSIBILTIES

Lead correspondences with customers on multiple channels email, livechat etc

Monitor order status, shipping/delivery progress and process exchanges.

Handle complaints, promotion enquiries, product information enquiry, pricing enquiries, voucher use

Facilitate root-cause investigation, providing status updates, follow-through on corrective actions on orders with issues and any other customer queries.

Ensure that both an appropriate and adequate investigation takes place in all cases. This includes the recording of all communications and details of actions taken between the various parties and all information taken into consideration.

Must approach all matters in a non-biased and professional manner.

Active in performing selling skills techniques to upsell or cross sell virtually.

Able to adapt quickly on a fast-paced environment. Passionate & quick in learning new tools to improve own's efficiency in managing daily tasks.

Knowledge on Sales Order management, shipping and invoicing in order to quickly relate to customer on their orders.

Handling online exchanges as well as edit/cancel orders. Able to address customer's product issues. Able to perform and arrange exchanges that may need to execute offline.

Ensures regular reconciliation of sales invoiced accounting exceptions gaps are closed on a timely manner.

Great time manager. Exhibit skills in prioritization of tasks, may it be routinary or very important ad hoc assignment.

Problem solver and able to provide sound well weighted recommendations when necessary.

Give status reports for each account/program and review weekly with internal account management team.

REQUIREMENTS & SKILLS

Diploma/Degree holder with 2-3 years experience managing client/customer support.

Experience in fast paced and high order volume environment

Excellent written and verbal skills

Exceptional detail-oriented skills; proficient in Microsoft Office.

Organized, with the ability to exercise independent judgement, problem solve and prioritize

Manage total end-to-end premiums products requirements, from brief to delivery. Maintain day-to-day project planner working with internal and external stakeholders ensuring all sign offs and deadlines are met in accordance with the critical path timeline.

Liaise daily with internal procurement team, external creative agencies and local and global suppliers, quality team, ensuring each product is developed to the brief.

Ensure customer service is a priority. Identify and resolve all issues relating to customers within agreed SLA's.

Ensure the team produce accurate customer quotations and ensure quality samples and artwork for proposals. Diligently follow-up all quotations distributed to generate orders.

Prepare professional presentations to customers as required.

Participate in proactive innovation to develop and maintain business relationships, improve product knowledge; and identify opportunities to increase sales.

Submit all requested reports including but not limited to customer weekly reports, forecasts, profit Improvement plans in a timely fashion.

CORE SKILLS & ATTRIBUTES

2-3 years account management experience.

Experience in supporting clients; procurement stakeholder teams.

Good written and verbal communication skills.

Good project management skills; proficient in excel, word and PowerPoint.

Problem solving and the ability to identify and clearly present solutions.

Proven track record in managing client premiums/POS/print product experience would be of advantage.

To demonstrate commitment to maintain and deliver the highest level of customer Service.

Must possess good relationship building skills, communication and closing skills.

A Self-starter, with strong Planning and Organisation abilities

Good Communication and Presentation skills